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| - I never thought I would despise a company to the same degree as I do Golden Eagle Moving-until I had my windshield replaced by Safelite Autoglass. Let me start from the beginning...
My insurance company directed me to Safelite when I had to get my cracked windshield replaced. Since I am a moron who does not have replacement insurance, I had to pay cash. The first Safelite agent I spoke to, Chris, quoted me in the ballpark of $330, but he told me he could discount it to $280-something after some minor begging on my part. My call was dropped, so I called back and asked for Chris again. The gal told me that he was not available and that she would be taking care of me now. She quotes me $330 and I explained to her that Chris had knocked the price down for me. She connected me with her manager, CAMERON, who told me in a most pretentious tone that the price was $270 BEFORE taxes and service fees, and that I had misunderstood. (By the way, SAFEPRO only charges $231 TOTAL). I certainly had not misunderstood, and I argued with Cameron-who, by the way, has the customer service skills of an agitated honey badger. So Cameron the Honey Badger then told me that all calls are recorded for quality assurance (HA!) and that he would listen to the recording and call me to verify what price I had been quoted. Naturally, CAMERON NEVER CALLED ME BACK.
Furthermore, I was given a window of anytime between noon and 6pm. So basically, a quarter of my day. I told Cameron that that was pretty ridiculous and he sassily replied that they could "possibly" call me that morning will a narrower window, but that there were no promises.
The next day I called to cancel my appointment because I was upset by the egregious lack of customer service that had been displayed thus far by Safelite. The rep convinced me to keep the appointment by telling me that Safelite windshields came with a warranty that lasted as long as as the life of my car. "So if I get another crack in my windshield, you guys will replace it for free?" "Absolutely." What a guarantee! Not only did I keep my appointment, but I allowed the rep to upsell me a pair of wipers.
A tech came by that Sunday to replace my windshield at 9AM IN THE MORNING. In other words, I was given a time-frame that was 1/4th of a day and Safelite somehow managed to miss it entirely. The tech was apologetic, but I told him that it wasn't his fault and he went on his way. When I could finally drive, I noticed that my rearview mirror vibrated, which never happened before. Annoying, but whatever.
The following weekend, we were hit with a monsoon and it was then, while driving in the pouring rain on the freeway, that I realized my wipers were installed incorrectly- they actually got caught on each other for a few good seconds. Luckily they came apart again, but I had to deal with this getting stuck/getting unstuck nonsense until I finally got home. By the way, I wasn't planning on going home that Saturday night, but I had to because DRIVING WITH IMPROPERLY INSTALLED WIPERS DURING A MONSOON PUT MYSELF AND OTHER DRIVERS IN DANGER.
I called Safelite the following money to demand a refund for the windshield wipers. A rep asked me to come into a Safelite Auto location, but I staunchly refused because of the ordeal I had already gone through thus far. The gal assured me that she would contact the Executive department, whatever that is. The following morning she actually called me and left a voicemail letting me know that the Exec team had been contacted and left another voicemail later that afternoon to tell me that my refund would be processed. I wish I could remember her name because she was the only Safelite employee I spoke to who actually displayed follow-through and good customer service. However, I NEVER RECEIVED A REFUND.
Two weeks later, I get another dent in my windshield and I call the warranty line to get a replacement. The rep asks me, "Can you see the point of impact on the windshield.", to which I reply, "Yeah, I think so." Immediately she retorts with, "I'm sorry, but our warranty does not cover that." Apparently, their "warranty" only covers issues with the replacement itself, like leaking or looseness. Just to be clear, Safelite, it's not a warranty if you only fix damage caused by one of your incompetent techs. Fixing a problem that your company caused in the first place is simply called "not being an super crappy business".
Lastly, I called Safelite again that day (after I had calmed down from the realization that I had been flat-out lied to by a company with zero integrity) to tell them that since I had never received my promised refund that I would like to stop by a location and get another pair of wipers installed for free. The rep told me he would have to contact the Exec team and call me back. SURPRISE-he never did.
In closing, I would like to say that I WOULD RATHER EXCRETE DIARRHEA FROM MY TEAR DUCTS FOR A MONTH STRAIGHT THAN DEAL WITH SAFELITE AUTO EVER AGAIN.
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